Kevin Kennedy sent a message to William Rogers that said:
I filled out a survey the other day on my banking issues. I was very clear in my survey that the service that I received in the bank from all bank tellers is amazing. I have been going there for many years and they know me by name. They take excellent care of me. ALL OF THEM! My criticism was about the company and its procedures and policies that are anything but, customer service oriented.
Now, about today. While I was in the branch (Calverton) to pick up my new bank card that finally came. The cashier asked me if she did something wrong in the way she dealt with me last Monday. I told her that she was perfect, as always, why? She said that she was told that I gave her a bad review. What??? Does anyone ever actually read what was written? The manager stepped out of his office and I asked him what this was all about. He said, " you gave her an "8" and if it is less than 10, it is a zero!" I said did you read the review? The 8 was not about her service, it was about the whole situation. In fact, if it was not for her, it would be a zero. That is what the company deserves. More so now than when I completed the survey.
Typical! The company under performs and you want to blame the teller. Like the teller has any control over anything the company does.
I am glad that I pulled a large amount of money from my account to go to another bank. At first, I felt guilty. The tellers at all the branches that I have dealt with on my business and personal accounts have been great. I felt like I was betraying them. Now, I don't feel that way at all. Your company, from the branch manager on up needs to be reeducated on customer service. They need to know how to deal with the customers to make them feel wanted and appreciated. They need to understand that without us, there would be no you! They need to take lessons from the tellers. They are the reason that I have stayed as long as I have.
You need to let them know that you appreciate them (tellers) and their ability to put up with so much crap from management and still give the customers great service.
I would like to get an apology from the branch manager, not just for his response to me but, they way he put the blame of the companies filures in my situation on the teller. Also, I would like to know that things were cleared up with the teller and that she knows that she received a "10" for her part and that it was the company that brought the number down.
I will assess everything in the next few days an determine if I will stay With Suntrust or withdrawal the balance of my money
Kevin Kennedy
